Yifeng Pharmacy

Yifeng Pharmacy is a leading company in China's healthcare industry. Listed on the Shanghai Stock Exchange's main board, it has been deeply engaged in pharmaceutical retail for 22 years, with over 10,000 stores nationwide. Its business covers the entire ecosystem, including pharmaceutical retail, chronic disease management, and internet hospitals. As one of the "Top 500 Chinese Listed Companies," Yifeng continues to prioritize customer value and leverage digital capabilities to drive the evolution of its retail services.

Project Background

As Yifeng deepens its layout of the pharmaceutical new retail ecosystem, it urgently needs to build an efficient, standardized, and intelligent IT service management system to support the company's rapid expansion and multi-regional business collaboration. Specific challenges include:

Inconsistent service standards: The operation and maintenance processes and response mechanisms between headquarters and regional stores lack standardization, resulting in low resource scheduling efficiency.

Low cross-departmental collaboration efficiency: SLAs lack closed-loop lifecycle management, repeated issues frequently occur, and manual processing is burdensome.

Lack of intelligent capabilities: Unable to effectively accumulate data assets, lacking a unified knowledge base and intelligent diagnostic capabilities

High pressure on operation and maintenance support: Rapid business expansion places higher demands on IT service response speed and stability

Yifeng hopes to build a "centralized + intelligent" digital operation and maintenance capability through this cooperation, and create a benchmark for smart operation and maintenance in the new retail of medicine.

Solution

Based on the Yanqianyun ITSM platform, Zhenzhi Technology has tailored a centralized operation and maintenance system for Yifeng Pharmacy, covering a three-tiered architecture of "headquarters-regions-stores." This system focuses on full-chain process optimization, intelligent diagnosis, and data-driven operations, comprehensively enhancing service capabilities.

1. ‌‌‌Centralized and shared O&M architecture
● Establish a three-tier response mechanism: headquarters, regions, and stores. Unify service catalogs and O&M specifications to achieve efficient IT resource allocation and a support system with clear responsibilities.

2. Process standardization and intelligent collaboration
● Deploy a new generation ITSM platform to automate 80% of repetitive work orders, and integrate an intelligent recommendation engine to significantly reduce manual intervention
● Build a multi-level response process for pharmacy failures, combined with a flexible work order routing mechanism to accelerate closed-loop problem resolution

3. Data-driven operational efficiency improvement ● Build an IT
knowledge base covering stores nationwide , enabling "self-service query + intelligent diagnosis" to effectively intercept recurring issues and enhance stores' self-resolution capabilities ● Support the accumulation of knowledge assets and the construction of AI graphs to provide a data foundation for continuous optimization

Project Results

1. Improved operation and maintenance efficiency: The average work order processing time is shortened by 50% , and the cross-regional dispatch response speed is increased by 2 times

2. Significant cost optimization: manpower input for repetitive issues reduced by 30% , and reliance on outsourced operations and maintenance decreased by 35%.

3. Enhanced business stability: Store IT failure rate decreased by 40% , and customer service satisfaction increased to 90%.

Value Benefit

Short-term value: Quickly respond to online and offline business needs, fully support the efficient expansion and daily operation and maintenance management of 10,000 stores

Long-term value:

● Accumulation of knowledge and data assets helps to make more precise decisions and enables marketing and supply chain collaboration in pharmaceutical retail scenarios

● Intelligent capabilities provide a strong technical foundation for future innovative businesses such as Internet hospitals

Industry influence: Zhenzhi Technology and Yifeng Pharmacy jointly create an industry benchmark for "centralized IT operations and maintenance in pharmaceutical retail," providing a replicable and scalable digital operations and maintenance paradigm for the pharmaceutical retail industry.